Team Lead Customer Care - instashop

About the role:

As a Team Lead Customer Care at instashop you will oversee, guide and lead a number of customer service team members within the department to ensure compliance with our customer service standards and procedures. This is a vital role in providing clients and users the support they need and ensure they are treated with the best service and experience in their order journey.

Day-to-Day Responsibilities:

• Oversee and manage a team of customer service representatives, ensuring adherence to quality standards and performance benchmarks.
• Regularly evaluate team members’ interactions (calls, chats, emails) to assess quality, provide constructive feedback, and conduct coaching sessions for continuous improvement.
• Take ownership of escalated customer issues, ensuring timely and satisfactory resolution while minimizing operational impact.
• Ensure the team follows company policies, procedures, and service-level agreements (SLAs) related to customer service operations.
• Foster a positive work environment by motivating and inspiring team members to achieve individual and team targets through engagement, mentorship, and recognition programs.
• Identify inefficiencies in customer service workflows and collaborate with stakeholders to enhance processes, reduce contact rates, and improve customer satisfaction.
• Work closely with other departments, including Dispatch, Merchant Support, and Rider Support teams, to streamline issue resolution and ensure seamless service delivery.
• Support onboarding and continuous training programs to enhance team members’ technical knowledge, communication skills, and problem-solving abilities.
• Monitor and analyze key performance indicators (KPIs), prepare reports on team performance, and implement action plans for improvement.
• Participate in initiatives aimed at improving customer satisfaction, service efficiency, and business performance.

Key Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field; alternatively, relevant experience will be considered
• Minimum 4+ years of experience in customer service or call center roles
• Strong communication skills in English, both verbal and written
• Good coaching and leadership skills with ability to motivate a team

What you will bring

• Ability to multitask and handle high call volumes
• Effective time management & organizational skills
• Exceptional interpersonal and problem-solving skills
• Flexible schedule and open to work on a rotational shift basis, including weekends
• Genuine care and concern for customer concerns and satisfaction